Shipping & Returns

Customer Complaints & Returns Policy

At Norton and Hodges, we take great pride in the craftsmanship, quality, and uniqueness of our products. Each item is thoughtfully made with the highest attention to detail, often by hand and in collaboration with skilled artisans. As a luxury brand, our goal is to ensure your complete satisfaction while maintaining the integrity of our curated pieces.

1. Returns & Exchanges

1.1 Eligibility for Returns

We accept returns or exchanges on eligible products within seven (7) calendar days of the delivery date, provided the following conditions are met:

The item is in unused, unworn, and undamaged condition.

All original packaging, tags, authenticity certificates, and accessories are intact and returned with the product.

Proof of purchase (order confirmation or receipt) is provided.

Returns outside this window or that fail to meet the above criteria may be declined.

Please note that returns are only accepted within seven days of purchase. Items that are free from workmanship defects but cause discomfort- such as rubbing, blistering due to fit or personal sensitivity are not eligible for return after this seven-day period.

1.2 Non-Returnable Items

The following items are final sale and are not eligible for return or exchange:

Customized or personalized products.

Items purchased as part of a limited-edition or made-to-order collection.

Items marked as non-returnable at the time of purchase or during a sale.

1.3 Return Process

To initiate a return from an online order, please contact our Client Services Team at information@nortonandhodges.com with your order number and the reason for return. Approved returns will receive instructions and a prepaid return label, where applicable.

Returns must be shipped within 5 business days of receiving return approval.

To initiate a return from an in-store purchase, please contact our Client Services Team at information@nortonandhodges.com with your order number and reason for return, or simply visit us in person. Once your return is approved, we will provide you with return instructions or process your refund on the spot in the shop.

Returns must be shipped within 5 business days of receiving return approval.

1.4 Refunds

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved:

Refunds will be issued to the original mode of payment used at the time of purchase.

Please allow 5–10 business days for your refund to reflect in your account, as processing times may vary by bank.

Shipping costs are non-refundable unless the return is due to our error or a defective item.

1.5 Exchanges

We accept exchanges within 7 days for the same product in a different size (where applicable) or for an item of equal value, subject to availability. Exchanges are processed once the original item has been received and inspected.

2. Damaged or Defective Items

If your item arrives damaged, defective, or not as described, please notify us within 48 hours of delivery with clear photographs and a description of the issue.

We reserve the right to offer:

Replacement of the item (if available)

Store credit

A full refund

Damage resulting from misuse, mishandling, or improper care is not considered a manufacturing defect. 

3. Artisanal & Handmade Variation Disclaimer

Due to the artisanal and handcrafted nature of many of our products, slight variations in color, texture, and finish are inherent and celebrated as part of the uniqueness of each piece. These natural characteristics are not considered defects and are not grounds for return.

4. Complaint Resolution

We value your experience and are committed to resolving any concerns promptly, respectfully, and with discretion.

For product or service complaints, please contact us at information@nortonandhodges.com with a detailed explanation.

We aim to respond to all formal complaints within 3 business days and resolve issues within 7–10 business days, where possible.

5. Legal Disclaimer

This policy does not affect your statutory rights under applicable consumer protection laws. We reserve the right to modify this policy at any time, with updates published on our website.

If you have any questions about this policy, we invite you to contact our Client Services Team at information@nortonandhodges.com or 888-926-2634.

Shipping

Out of Stock Items

Unless an item is listed as “in stock,” you should expect your purchase to arrive in about 6-8 weeks. You will receive an email as soon as your purchase is shipped to you. If you have any special requests, don’t hesitate to send us an email.

Shipping

We ship nationwide; however, we are unable to ship certain products to California.

Our Return Address Is:

Norton + Hodges
The Shoppes at The Charleston Place Hotel
205 Meeting Street, Suite 104 B
Charleston, SC 29401

Warmly,
Norton and Hodges.